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insurance

The financial services sector in 2018 is more competitive than it has ever been before.

From innovative fintech companies revolutionising the way that banking and payments are carried out, to Amazon and Facebook foraying into financial services, the pressure is on for traditional financial institutions to be more agile, more modern, and provide a better service in order to stay in the game.

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*.

But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to take risks to make their company more customer-centric. Here are three examples of companies who have taken a leap in the name of CX innovation.

How can search marketers maintain visibility and acquire new customers without simply increasing their paid search bids?

Competition is growing among home insurance brands vying for attention in Google’s search results.

In this blog I’ve summarised the findings our new report that, while focusing in on home insurance as a category, demonstrates how search marketers operating in a highly-competitive category can achieve visibility and acquire new customers without simply increasing their paid search bids.

I’ve been asking Heledd Jones, head of search marketing at Confused.com (and an Econsultancy guest blogger), about the challenges presented by these changes, and her thoughts on how PPC will evolve in the next year.

Despite the Supreme Court’s ruling over the Affordable Care Act last week, the future of healthcare in America remains uncertain in this election year when a Romney victory could mean the act’s repeal.

Healthcare insurers aren’t waiting to see which way the wind blows, though. Some major players having already begun consumer-focused campaigns that signal a sea change for insurers who traditionally targeted their marketing to wholesale business accounts, not individuals.

Mobile now accounts for 11% of all UK search spend compared to 8% in the US, yet many companies have been slow to wake up to the opportunities that it presents for increasing brand awareness and customer acquisition.

One such case in point is paid search. Brands are spending big bucks on some keywords, but are neglecting the mobile searcher. This not only reduces the opportunities for acquisition, but could also negatively impact Quality Score.

With this in mind, I looked at which brands are most visible for each of the three most valuable keywords (mortgages, insurance and loans), and whether they make the most of their prominence by linking users to a mobile site.